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Delivering exceptional customer service andhospitality experiences through the

development andimplementation of a customer relationship

strategy

Nicolas Frangos Chief Operating Officer

Al Rayyan Tourism Investment Company

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Simplicity, Luxury, and Service

“I have the simplest tastes. I am always satisfied with the best.”-Oscar Wilde

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Luxury Hospitality

Consultants in Qatar

In order to become a destination in it’s own right,

Qatar needs to build a reputation for outstanding

customer service in Hospitality.

Luxury Hospitality Consultants are one solution. They should

be advising Owners and Operators throughout all

stages of a project.

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RethinkIn the Hospitality Industry the main goal is guests’ ultimate

satisfaction, their expectation to receive it and our way of

delivering it!

Progress has been made in the past years, but have we gone off

track, trying to correct the situation with discounts, clever

and catchy promotions and wasting marketing money?

It’s time to reconsider what makes a memorable experience.

guests are becoming more discerning, more experienced,

more aware and no longer swayed by our claims of value. As a result, they are becoming more

demanding.

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Hospitality Professionals in Qatar can learn to ameliorate the management of the critical and crucial guest experience with a

new strategy.Endorse the relationship with the guests, as their perception and

values indicate their expectations and needs.Analyze and assess by matching guests, products, services and

staff.

Guest-centric Policy

It requires an investment from hoteliers to be innovative and enter the realm of

excellence.

The goal was to assess resources, realign processes, personnel and services and then compete with

advantage, meeting the expectations of our valuable

“invitee.” 

In the past years every industry has made a turn to being more guest

oriented. Consequently companies had to make their transition by

reengineering, re-designing, etc.

No where is this more important than the Hospitality industry. Guest

satisfaction should be the driving factor for change and improvement.

Refresh

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Customer LoyaltyAnticipate your guests’ needs.

Indulge your guests’ desires.

Excellent Customer Service leads to a high level of customer loyalty.

Loyal customers promote you by Word of Mouth.

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Customer LoyaltyAnticipate

Make the most use of loyalty programs by keeping track of guests’ preferences and anticipating their requests and desires.

Have their favorite newspaper or type of pillow in their room upon arrival.

Welcome your beloved guests, provide delicious in-room gifts with a friendly personal touch.

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Customer LoyaltyIndulge

Offer your guests at their arrival or departure, homemade delights; present your gift with flair and

originality. People appreciate and remember the gesture! 

Offer your guests freshly ironed crisp linen with a signature

monogram. Caress them with velvet bath and skincare products.

Enrich your services and tingle your guests senses! An experienced Spa

Manager knows how to create a unique treatment menu that will

relax and rejuvenate your guests.Remember, spas can be found everywhere...but the best spa comes from the best therapist!

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Customer Loyalty

Word Of Mouth

Organize your Guest Relations Dept. with fully trained

personnel. Offer personalized services and quirky little extras to stand out from the crowd! 

Guests need to get more than just a superb room and exquisite

bathroom amenities. Regale them, they will promote your authenticity inexpensively!

Even your youngest guests, growing up with you, can be your

best ambassadors!

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Our Strength Is Our PeopleΝeeds have to be diagnosed, competent people need to be found, trained by modern and systematic means, in order to

constitute the cornerstone for a smooth operation, which transforms simple service into a unique experience of total

satisfaction.Train your employees well!

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Implement “Outstanding Hospitality”. All staff must reflect this behavior: the basis of performance is strictly Guest Satisfaction. And, those employees

who excel with this value proposition must be rewarded.

Every interaction and approach with

guests has to emphasize that you will care for them, attend to their needs and that their concerns and business

are valued.

This is not a new model, but its application to Hospitality is now being introduced. We need to focus more on

gaining the guests’ loyalty and engaging them, meeting, exceeding and formulating their expectations,

managing their experience better and then on creating a real value and

marketing our uniqueness.

Re-value

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Simplicity and grace, the way to offer signature class service. Charm and your welcoming staff are both essential ingredients for even more awe-inducing

hospitality moments.Keep it simple!!    

“Simplicity is the ultimate sophistication.” ― Leonardo da Vinci

Simplicity